Deskripsi Pekerjaan
About the Role
TSA Group is seeking a dedicated and strategic Customer Success Manager to join our growing team in Pasay City, Metro Manila. As a key driver of client satisfaction and retention, you will be the primary point of contact for our valued partners, ensuring they maximize the value of our CX solutions. Your work will directly influence client loyalty, revenue growth, and our standing in the competitive BPO landscape.
What You Will Do
- Manage a portfolio of key client accounts, developing success plans aligned with their business objectives.
- Conduct regular business reviews (QBRs) to present performance metrics, provide strategic insights, and recommend optimizations.
- Proactively identify and mitigate risks to client health, managing escalations and resolving issues effectively.
- Drive product adoption and uncover expansion opportunities (upsell/cross-sell) by understanding client needs.
- Collaborate closely with internal teams including Operations, Sales, and Support to ensure seamless delivery.
- Gather and analyze client feedback to guide internal improvements and contribute to the service roadmap.
- Lead and coordinate the onboarding process for new clients, ensuring a smooth transition and swift time-to-value.
Who You Are
- You possess strong analytical and problem-solving abilities, with experience using CRM platforms (e.g., Salesforce, Gainsight).
- You have a proven track record of meeting and exceeding client retention and growth targets.
- Your exceptional verbal and written communication skills in English allow you to present confidently to C-level executives.
- You are a self-starter with excellent time management skills, capable of prioritizing multiple client needs in a fast-paced environment.
Why Join TSA Group?
TSA Group is a leading provider of customer experience solutions. We offer a supportive culture, competitive compensation (PHP 70k - PHP 100k + benefits), and ample opportunities for career growth in a thriving industry. You will work alongside passionate professionals dedicated to delivering outstanding results.
Ready to take the next step in your career? Apply today!
Tanggung Jawab
- Act as the primary strategic point of contact for a portfolio of client accounts, building strong relationships and ensuring high levels of satisfaction and retention.
- Develop and execute comprehensive Customer Success Plans tailored to individual client goals and KPIs.
- Conduct quarterly business reviews (QBRs) to analyze performance, demonstrate value, and align on future strategies.
- Proactively monitor account health metrics (NPS, CSAT, Churn Risk) and implement interventions to ensure positive outcomes.
- Identify and develop upsell and cross-sell opportunities by mapping client needs to TSA Group's expanded service offerings.
- Manage complex customer escalations, coordinating with internal resources to drive swift resolution and root cause analysis.
- Serve as the Voice of the Customer internally, providing actionable feedback to Product, Operations, and Sales teams.
- Oversee new client onboarding, ensuring a seamless transition from sales to implementation and setting the stage for long-term success.
Kualifikasi
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- Minimum of 3 years of experience in Customer Success, Account Management, Client Services, or a related role within BPO, IT, or SaaS industries.
- Demonstrated ability to achieve and exceed retention and growth targets (GRR, NRR, NPS).
- Excellent English communication skills (both verbal and written) with strong presentation skills.
- Proficiency with CRM platforms (e.g., Salesforce, Zendesk) and data analytics tools (e.g., Tableau, Power BI).
- Strong problem-solving skills and a proactive, self-motivated work ethic.
- Ability to build trust and influence stakeholders at all levels, from operations managers to C-suite executives.
- Willingness to work onsite in Pasay City as needed (hybrid/remote flexibility may be available).